2012 –13 Annual Report

FACILITIES MANAGEMENT

OPERATIONS & MAINTENANCE

Forward ______________________ 1

Spotlight _____________________ 2

Building Services ______________________ 3

Facilities Maintenance ______________________ 5

Landscape ______________________ 7

Safety Program ______________________ 8

Project Services ______________________ 9

Work Management ______________________ 11

Educational Achievements _____________________ 13

Organizational Chart ______________________ 14

2013 ANNUAL REPORT TABLE OF CONTENTS

1

2013 ANNUAL REPORT FORWARD

JAY KLINGEL

DIRECTOR OF OPERATIONS & MAINTENANCE

The contents of this report will touch on many of the people and programs I

am particularly proud to be associated with. Our Apprenticeship Program, in

its 31st year, continues to be a model for training and development for the

skilled trades areas. Our Safety Program continues to build on the founda-

tion of increasing safety awareness throughout our workforce and reducing

accident rates. As the year ended, the Building Services Division was well on

its way to obtaining Green Seal certification and our Landscape Division com-

pleted an unprecedented complete renovation of the Lawn. The Maintenance

and Project Services groups are proud to contribute to significant preserva-

tion work in the Academical Village. These are just a few of the noted ac-

complishments that are an example of the caliber of people and innovative

approach to facilities services I see on a daily basis.

The commitment to customer service has long been a trademark of the staff

of the Operations and Maintenance Department. This starts with our Cus-

tomer Service Desk professionals helping the University community with

their needs throughout the day. Our landscapers, custodians, and trades

people interact daily with staff and the public, projecting a friendly and pro-

fessional attitude. This willingness to please is demonstrated perhaps most

notably each year as we prepare the Grounds and event venues for the

40,000 parents and guests attending Final Exercises. The pride of owner-

ship, the pride in making a difference, and participating in an event so im-

portant to the University reminds us how important we are to the University

family.

We are so very proud of our contributions to the University’s offerings of ed-

ucation, research, health care, and public services and take seriously our

roles in providing the facilities services that allow the faculty, researchers,

and health care providers to excel in their fields. We play the important role

of providing clean, efficient classrooms, labs and offices for one of the top

ranked institutions in the world; of maintaining the landscape for a World

Heritage Site; of preserving buildings designed and built by Thomas Jeffer-

son. We are privileged to be part of such a place as the University of Virginia.

Voices of Adult Learning

Facilities Management honored Voices

of Adult Learners essay competition

honorees. The following participants

were honored with awards: Islam

Makhmudov, (in photo) honorable men-

tion for his essay My First Neighbor in

America, Abdalla Mohamed, winner for his essay entitled My Best Day at Work, Nasreen Aswadi,

honorable mention for her essay Working in the Garden, Nafisa Azizi, honorable mention for her

essay First Day in America. This year marked Abdalla’s fifth winning entry. Fifteen Facilities Man-

agement employees participated in ESL and 17 in GED classes in 2012-2013.

2013 ANNUAL REPORT SPOTLIGHT

2

Photo by Dan Addison

WARREN WOOD

Reflection on 37 years at FM

Hattie Agee, Senior Manager for Housekeeping, took

the time to tell of her professional and personal jour-

ney while at FM. It is a telling look into how the Uni-

versity has changed over those years from her per-

spective, from punch cards to electronic, from harsh

chemicals to “green seal,” as well as the increased di-

versity in staff. She also reflects on her personal fami-

ly and experiences summing it up best by, “Although

we all change, and life is all about change, we are all

the same.” Her story was featured in the “First Person”

section of The University of Virginia Magazine and can

be viewed on their website in the Summer 2013 edi-

tion. http://uvamagazine.org Photo by Stephanie Gross

HATTIE AGEE

Warren ‘Hubba’ Wood, Sign Shop Supervisor, was

one of 22 people to be presented with the Carnegie

Medal in 2013, which recognizes heroes in both the

United States and Canada. This award honors those

who have risked their own life to save other lives

under extraordinary conditions. Warren and his son

acted bravely to pull three persons from a burning

vehicle in Crozet, after the vehicle had struck a tree.

Warren continued to show his colors by dying his

hair pink. He bet friends and colleagues if they

could raise $6000 to support a fundraiser for the

UVA Cancer Center Breast Care Program, he would

dye his hair. The funds were raised and Warren held

true to his word.

2013 ANNUAL REPORT BUILDING SERVICES

“We provide services with your health, safety and the environment in mind.”

We thought 2012 was a banner year for Building Services, however, 2013 has

managed to top it. By making the decision in late 2012 to pursue GS-42 certifi-

cation of our cleaning program, we were able to leverage its requirements to

achieve other important goals for the department.

Goals such as strengthening managers’ and supervisors’ skills to be able to

manage large projects, improve inventory control measures, enhance the per-

ception of team members’ value, and establish first time standards for areas

such as custodial carts and closets.

We also achieved some non-GS-42 related goals: custom design and implemen-

tation of an automated quality inspection tool, professional development train-

ing opportunities for front-line Top Performers, and managing the merger of

the Housing team as part of a master plan to operate our business more con-

sistently and more cost effectively.

The Quest for Certification…and More

To gain GS-42 certification, a cleaning program must meet all requirements and

standards of the Green Seal Institute. Green Seal is the not-for-profit organization that defines requirements

for “cleaning for health”. Our goal is to not just earn certification before December 31, 2013, but to also lever-

age the process to gain additional benefits.

Staff Development…Pride in Professionalism

The most valuable by-product of our certification journey was the development opportunity it presented to

our supervisors and managers. The front-line team members who were oriented to GS-42 certification goals

have benefitted with an enhanced knowledge of what they do and how they do it. As part of helping develop

procedures to meet Green Seal requirements, they gained proficiency and confidence in doing the following:

Function as a successful team focused on shared goals

Weigh pros and cons and make unanimous decisions as a team

Collaborate between work zones and shifts

Research and evaluate best practices

Package team recommendations and deliver them in presentations to senior managers

Consult manufacturers’ recommendations on how to best maintain floor materials

Improvements in Operational Protocols and Tools

In addition to individual and team development, the process to achieve certification also yielded the following:

First time uniform standards for custodial carts and closets

Detailed technical procedures to drive consistency across work zones

Clarity in the steps involved in meeting (or managing) customer expectations

Solutions to long-standing problems such as an “Event Planning Form” to improve

service to customer events

A suggestion program that not only cultivates and harvests ideas, but is designed to

stimulate collaboration between front-line employees and supervisors

A customer satisfaction survey that will provide specific data to help us better partner

with customers across Grounds

Building Services pro-

vides environmentally-

friendly housekeeping

services for the Univer-

sity's academic, resi-

dential, medical re-

search, leased, and

intramural sports facili-

ties.

3

VIBHA BUCKINGHAM ASSOCIATE DIRECTOR FOR BUILDING SERVICES

Better Control of Inventory; Better Use of Supervisor Time

Another milestone connected to GS-42 was the installation of a Vendor Managed Inventory (VMI) pilot in seven

Newcomb Zone buildings. If it achieves what’s been promised, we should see:

Reduced costs via tighter control of products selected and when purchased

Increased time for supervisors to dedicate to value-added tasks, e.g., inspections and team coaching

Automatic reporting to help meet Green Seal product tracking requirements

Measuring the Quality of “Clean”

A highly successful collaboration be-

tween Building Services and IT resulted

in an automated cleaning quality audit

tool.

Based on APPA levels of cleaning, the

tool calculates a score that measures

the quality of cleaning. The data collect-

ed can then be manipulated into reports

to pinpoint trends and trouble spots.

Internal comparisons can be done zone

to zone or to industry standards. Scores

are tied to numeric ‘bands’, with the

worst scores triggering a mandatory

Corrective Action Plan (CAP). We already

are seeing the benefits in ‘what gets

measured gets managed’.

Continuing Professional Development

We continued our foundational development plan for supervisors and managers with three programs:

Time Management | Problem Resolution | Decision-making

Our most important development accomplishment in 2013 took six front-line top performers to the next level

in preparing them for future responsibilities. As a bonus, the Top Performer course work is contributing to

requirements in the Housekeeping Career Path. Over a six-week course, front-line participants learned to:

Handle and prevent interpersonal conflict | Identify problems and assess their solutions

Make decisions by using a memorable tool | Focus on the do’s and don’ts of clear communication

Managers Acquire Budgetary Finesse

This year saw a breakthrough in managers understanding and working with their building specific budgets.

Through a series of educational orientations, they are now comfortable with:

Reading financial reports | Interpreting variances | Identifying root causes | Allocating costs appropriately

Residential and Academic Buildings Merge

In early April, the Housing Division and Building Services’ teams merged, which effectively began the process

of building one cohesive cleaning quality team. By August, we were able to identify some early ‘wins’:

Successful Summer Conference with significantly reduced overtime

Improvement in customer satisfaction levels as measured by customer feedback

Greater focus on managing customer expectations and increasing levels of customer service

2013 ANNUAL REPORT BUILDING SERVICES

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Quality Scores by

Zone

Maintenance Zones comprise seven teams of skilled trades professionals committed to serving

customers in specific geographical areas.

Central Grounds covers the Academical Village and all other facilities between Hospital Drive and

McCormick Road, including the South Lawn complex. Its office and shop are in the Amphitheater

facility.

Newcomb is housed in the basement of Newcomb Hall and serves the academic buildings along

Emmet Street and up the hill to McCormick Road, including Ruffner Hall, Memorial Gym, Alderman

and Clemons libraries and Monroe Hall.

North Grounds was the first zone established by Facilities Management. From its location in the

School of Law, it also serves the facilities nearby, including Darden, TJAGLC and the Miller Center.

Southwest McCormick was the second zone, established ten years ago. It is housed in Olsson

Hall and serves the engineering and science customers in that area.

Housing which covers over two million square feet of dorms, apartments, and houses, is actually

two zones. One is focused on the predominately first-year dorms along Alderman Road and the

other focuses on the upper-class and faculty residences scattered across the University.

Arts Grounds serves those facilities north of University Avenue, including Madison Hall, Carr’s

Hill, Campbell Hall, Ruffin and Culbreth Theater.

Central Shops provide a broad range of services that include Fire Protection, Elevator Mainte-

nance, Lock Shop, and Roofing. These shops are unique in that they also provide services to the

medical center.

Central Shops also include trades that exist in the zones, such as Carpentry, HVAC (Heating, Ven-

tilation, Air Conditioning), Plumbing, and Electrical. Both groups perform preventive mainte

nance, repairs, inspections, service requests and provide specialized trade support during reno

vation and construction projects. The central shops and maintenance zones

combine resources as needed to successfully meet the needs of their customers.

2013 ANNUAL REPORT FACILITIES MAINTENANCE

MIKE MERRIAM ASSOCIATE DIRECTOR FOR FACILITIES MAINTENANCE

5

The Facilities Maintenance division provides corrective and preventative maintenance services for

over 13 million gross square feet of Academic and Housing facilities. This team of nearly 300 men

and women contributes to an exceptional physical environment by ensuring all systems and facili-

ties within these areas are kept in good working order.

Support for University Academic and Housing facilities improvements

Participation with the Rotunda dome roof replacement and

the planning for a total Rotunda restoration

Commissioning support for Phase 1 of New Cabell Hall class-

rooms and offices

Staffing up for three new high-rise dorms on Alderman Road

Commissioning of the Thrust Theater, centerpiece of the

new Arts Grounds

Logistical support for the Newcomb Hall renovation

Support for the Slaughter Hall renovation in the Law School

Changes within the Academic and Housing maintenance organization

Promoted Paul Zmick, former Superintendent of Mechanical Trades, to Assistant Director

of Maintenance, a position which entails management of all central maintenance trades

shops plus the McCormick Road Zone (science and engineering facilities).

First full year of the Arts Grounds Zone, under the leadership of Bill Farish and Tony

Marusak, which serves facilities north of University Ave and east of Emmet.

Tony Santana, who has managed Newcomb Hall maintenance since 1985 and the New-

comb Zone since 2009, took over the Housing Zone upon the retirement of Burt Joseph.

Promotion of Matt Acree (Fire Systems) and Eddie Morris (Elevator Service) to Senior Su-

pervisor in recognition of their roles in managing both academic and health systems ser-

vice departments.

Expanded involvement of zones in the planning and support of special events such as

Final Exercises, Reunions, Lighting of the Lawn, and Fall Commencement.

Creation of an evening crew, led by Paul Veselinovic, to perform HVAC preventative

maintenance and respond to after-hours emergencies.

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2013 ANNUAL REPORT FACILITIES MAINTENANCE

2013 ANNUAL REPORT LANDSCAPE

The Landscape Division has the responsibility of creating and

maintaining the historic Grounds of the University, which for

most visitors, patients, and prospective students establishes

an impressive first impression. The department is responsible

for the oversight and care of all of the exterior spaces of the

University. The department is divided into zones across

Grounds including a crew dedicated to turf. Blending advanced

technology and environmentally conscious practices, the Land-

scape Division performs all grounds related tasks. The Land-

scape Building was recently completed to provide a much needed new home for this division.

Major Landscape Projects

Rouss/Robertson landscape replacement

Replaced the originally installed declining landscape with a modified version

with the intent to establish a healthy and appealing perimeter of the build-

ings.

Old Cabell Hall north slope improvements

Installed a new ground plan planting and hedgerow as part of the

Accessibility Project.

Law School’s Purcell Garden renovation

A new courtyard landscape was installed as part of the building addition creat-

ing a more formal setting for the courtyard. Trees had to be lifted by crane

over the building, in order to reach the courtyard.

Emmet St/University Avenue Green Space improvement

An appealing entrance corridor with green space, trees and day lit stream

has replaced an old gas station in this location.

Capital Construction Projects

Thrust Theater

This project not only included a typical ground planting of trees and turf, but

included a rooftop garden as well. It also was the site for this year’s Founder’s

Day Tree honoring former President Casteen.

Lannigan Field Improvements

Installed new turf, trees and perennial garden around the perimeter of

the track and ticket box.

New Cabell Hall Courtyard

Major facelift for an underutilized courtyard.

RICH HOPKINS LANDSCAPE SUPERINTENDENT

LANDSCAPE BUILDING

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2013 ANNUAL REPORT SAFETY PROGRAM

Facilities Management Safety team diligently

works to create a safe work environment for

over 1,300 FM employees. Focus is on com-

munication and education of staff on cur-

rent safety codes and procedures as well as

compliance measures.

Training and Safety Programs

Safety Training | Medical Evaluations | Acci-

dent Investigations | Mechanical Room In-

spections | Service Closet Inspections | Res-

pirator Program | Forklift Program | Flagger

Training Program

Accomplishments

Housing and Facilities Management safety

programs merged under the same leader-

ship with one set of rules and training.

87 new hires—4.5 hour new employee train-

ing.

Safety Team collaborated with HSPP elevator

crew on a safer access door installed for the

employees on the roof of MR-4.

In Action

At Davenport Stadium, the air filter to all of

the air handlers are scheduled for replace-

ment by the HVAC crew. The crew must

travel a few hundred feet in a cramped

space to access a fire hatch. To safely light

the path, lights were installed all the way

down the area to help the HVAC employees

see without having to use a flashlight. In

addition, new safety handles were installed

at the top of the hatch for the employee to

use to transition from the

ladder to the concrete

pad. This will ensure

safe travel and accessibil-

ity for years to come.

BRIAN SHIFFLETT SAFETY PROGRAM MANAGER

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The cost of individual claims can vary greatly. As the figure

shows the total count isn’t an indicator of total cost.

This figure shows a comparison of the count and types of

claims submitted over the past three years.

This figure demonstrates counts of each type of incident

leading to a claim in FY 2013 by FM staff.

Project Services Work Groups

Production Engineering

Coordinate design efforts of A/E consultants, plan reviews and pro-

duce small project plans to expedite designs for renovations.

Planning and Estimating

Provide construction cost estimates and construction schedules to

both Academic and Health System divisions on projects ranging from

small renovations to large research facilities.

Construction Project Management

Involved in the coordination and execution of projects and develop-

ment and administration of service contracts. Utilize both University

trades and contracted services to perform needed projects and tasks.

Project Services Trade

Comprised of highly trained trades people and is responsible for per-

forming renovations and improvements. Services include:

Environmental remediation | Carpentry | Masonry | Plaster repair

Sheet Metal | Plumbing | Electrical| Cabinetry | Sign fabrication

General services | Upholstery

The quality of work, dynamic skillset, and value offered by Project

Services work groups have made this department a sought after

choice at the University for renovations, expansions, and facility im-

provements. This is evident in the increase in total work performed

over the past four years.

MARK STANIS ASSOCIATE DIRECTOR FOR PROJECT SERVICES

Batten Incubator

The W.L. Lyons Brown In-

novation Laboratory (i.Lab)

located in Sponsor’s Hall at

Darden School of Business.

The incubator promotes

and encourages the incu-

bation of business ideas

and collaborative space for

students interested in en-

trepreneurship.

The scope of this project

included the renovation of

the existing lobby, the ad-

dition of a coffee bar, addi-

tion of new meeting

rooms, and the incubator,

as well as various mechani-

cal and electrical up-

grades. Conceptual design

was by SMBW. The archi-

tect of record was the UVA

FP&C Design Group. The

engineer of record was

Dewberry. Construction

was implemented through

Facilities Management Pro-

ject Services group.

2013 ANNUAL REPORT PROJECT SERVICES

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The Projects Services division provides comprehensive construction

planning and implementation of renovation projects throughout the Ac-

ademic and Health System divisions of the University. Our services

range from providing general trade support for small projects to full

design-build services on larger projects.

2013 ANNUAL REPORT PROJECT SERVICES

Projects

1224 West Main Street (Blake Center)

Project Services performed design and construction services for a series

of renovations throughout the Health Center which allowed for the dem-

olition of 1224 West Main Street (Blake Center). These renovations to-

taled approximately $6-7 million of design and construction over a sev-

en month period.

Project List X-ray Wing Renovation

1003 West Main Street Renovation

OMS 4th

Floor Surgery Offices

CDW 4th

Floor Surgery Offices

Cobb Hall 1st

Floor Office Renovations

Misc. West Complex Office Renovations

McLeod 3rd

Floor

Project Services completed the McLeod Hall 3rd

floor renovation for the

School of Nursing. This project involved a complete interior demolition

and rebuild including all utilities inside the space. The total renovated

space was 10,000 s.f. at a cost of $1,531,000. The space will be used for

office, training simulation labs and debriefing rooms.

Brown College Retaining Wall

Deteriorated elements of the Brown College Retaining Wall were

removed and renovation of the wall was completed. Renovation

included 100% masonry repointing, new bluestone sills and the

reconstruction of balusters and rails.

Range Room Renovations

Over the summer of 2013, the West Student Rooms #29-45 were

renovated. The renovation included patching & refinishing hard-

wood floors, installing new window sashes and fireplace mantles

and repair and painting of walls, interior trim, screen shutter

doors and exterior doors.

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2013 ANNUAL REPORT WORK MANAGEMENT

The Service Desk staff is the first point of contact for

many customers. This past fiscal year, they received,

authorized, and processed approximately 56,000

work orders.

The Customer Relations Manager proactively en-

gage with customers and are always available . They

strive to continuously improve the departments work-

ing relationship with our customers, especially through attention to chang-

ing customer needs and priorities.

Materials Receiving & Fleet Management

This was a year of change for the materials receiving

group and housing maintenance zone storeroom. The

housing zone storeroom and materials receiving

groups merged to form the basis of a new materials

management group. Under the same leadership, led

by June Bates, their resources can complement one

another as they strive to get the right material to the

correct building at the right time and support the vari-

ous FM departments. They look forward to input

from all involved.

Work Management FM Support Services

AiM Work Management Implementation— Phase III

Work Management staff were a driving force in the effort to convert from the old work order

management system to the new AiM work order system. The FM departments, Operations &

Maintenance, Energy & Utiliities and Health System, all successfully transitioned to the new

work order system. Chris Smeds, FM Chief Technology Officer, says this is

akin to “performing a heart transplant on someone running a marathon.”

Shaun Farrell, Joey Tombs, and Anita Hasbury-Snogles were key participants

from Work Management during the implementation effort. The Academic

and Health System service desk, along with Systems Control have done a

tremendous job in support of the new system and adapting to a fundamen-

tally new operating environment.

MARK WEBB ASSOCIATE DIRECTOR FOR WORK MANAGEMENT

11

Work Management supports the needs of the University and Facilities Management through a

combination of services. These services and programs evolve as we strive to optimize the val-

ue realized from human and financial resources expended in caring for the University’s facili-

ties.

Customer Service | Customer Relations Management | Deferred Maintenance Program

Facility Inspection Program | Materials Receiving | FM Fleet Management

Preventive Maintenance Program | Asset Management | Classroom Improvement Program

2013 ANNUAL REPORT WORK MANAGEMENT

Maintenance Program Managers plan, initiate, and administer critical on-going efforts such as facility

condition assessments, preventive maintenance, asset management and classroom improvement. Their

responsibilities include allocating resources appropriately throughout University facilities, infrastructure,

grounds and minimizing facility life cycle costs. They also oversee complementary programs such as

structural inspections, the fire and life safety committee and insurance claim support.

Deferred Maintenance Program

The Deferred Maintenance (DM) program

continues to show improvement in

achieving a Facility Condition Index (FCI)

of 5.0% or less by fiscal year 2015, a

goal established by the Board of Visitors

beginning in 2005.The progressive de-

crease in maintenance backlog is largely

due to increases in deferred maintenance

budgets and significant capital renewal

projects.

Projects supported by the Deferred

Maintenance Program contributing to

lowering the FCI in fiscal year 2013:

Madison Hall Elevator replacement

Dawson’s Row #1 Renovation

Lambeth Colonnade Renovation

Gilmer Hall Façade Repair

East Range Roof Replacement

Jordan Hall HVAC Renovation

Olsson Hall Roof Replacement

Rotunda Exterior brick repair

Classroom Program Accomplishments

Maury Hall Auditorium renovation

Astronomy 265 classroom renovation

Thornton Hall 120/119A renovation

Support classrooms in Newcomb Hall

and Ruffner Hall Capital projects

Asset/Preventive Maintenance Pro-

gram

18,067 asset records were created in the

AiM CMMS, including records migrated

from Maximo and records imported for

new buildings. This effort included re-

classifying assets according to RS Means

implementation of Uniformat, which will

enable comparisons of PM data with in-

dustry standards. While this was underway, we continued to issue PM for a total of around 37,000 work

orders.

This chart illustrates the progress made by the Deferred

Maintenance (DM) program goal of reaching a 5% FCI by fiscal

year 2015. The bottom line illustrates the progress made to-

wards reaching the goal of a 2% budgeted amount allocated to

the DM Program.

This chart demonstrates the consistent growth of the Current

Replacement Value (CRV) and the decrease of the facility

maintenance backlog. The CRV increases each year due to

inflation and newly commissioned facilities.

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Apprentice Program welcomed a group

of nine dedicated apprentices to Facilities

Management. This leading program serves

as an important tool in the recruitment, re-

tention and development of staff for the

skilled trades area.

Graduates six members graduated in

2013. Recognized were: George Stinnie (HVAC), Zack Mays (Plastering), Howard Brown II (Electrical),

Jason Hite (Electronics), Bobby Stanley (Electronics) and Justin Doniel (Electrical).

Essential WorkSkills Program a 10-course curriculum designed to help employees develop skills and

competencies for success by enhancing communication skills and understanding workplace operation.

The April graduates were:

Housing Custodial - Charles Agee, Julian Johnson, Robert Taylor, Reginald Rose, Jr., Kristina

Williams

Building Services - Pero Arapovic, Eugene Chambers, Cheri Greene, Debra Hamm, Jesse John-

son, Sr., Brenda Michie

Landscape - Dallas Barker, Michelle Beaudreau, Robert Birckhead, Hunter Bolen

Continuing Education

June Bates, Materials Manager, completed her

studies in December for a Master of Arts in Hu

man Services - Executive Leadership from Liberty

University.

Jason Hite, Elevator Mechanic, received his Associ

ates Degree in Applied Science and Computer Tech

nology from PVCC in May.

Paul Zmick, Facilities Maintenance Mechanical Trades Superintendent, completed a Master’s

Degree in Systems Engineering from the University of Virginia’s Accelerated Master Program

in May.

Mark Webb , Associate Director for Work Management, completed a Master’s degree in

Management of Information Technology from McIntire School of Commerce

Certification

Mike Barnett, Fire Systems Assistant Technician, recently completed Level I certification from

the National Institute for Certification in Engineering Technologies (NICET)

Michelle Beaudreau, Landscape Senior Worker of North Grounds Zone and Zach Root, Land scape

Worker of Medical Center Zone, recently achieved certification as Certified Horticulturists from

the Virginia Nursery and Landscape Association.

2013 ANNUAL REPORT EDUCATIONAL ACHIEVEMENTS

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Facilities Management encourages employees to seek opportunities for education and training to

develop their skills, learn new technologies, acquire necessary certification for their trade and

learn best practices.

2013 ANNUAL REPORT ORGANIZATIONAL CHART

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